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MANICKBAG AUTOMOBILES (P) LTD. HUBLI

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

CONTENTS Chapter - I •

Introduction

•

Literature review

•

Statement of the problem

•

Purpose of the study

•

Scope of the study

•

Objectives of the study

Chapter – II •

Organization profile

•

Organization chart

•

Sampling

•

Research design

•

Data collection methods

•

Measuring tools

Chapter – III •

Results and discussion with graphs and chart.

•

Summary, conclusion and a proposed action plan with resource requirement and projected benefits to the organization.

Chapter – IV •

Appendix

•

Questionnaires

•

Bibliography

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI ACKNOWLEDGEMENT The report what I have presented is not the mere outcome of my labour alone. There are dozens of hands buttressed me all through the programme it doesn’t go without thanking all of those who constantly keep me on the move.

I express my deep gratitude to Karnataka University; Dharwad who have given us an opportunity to learn something practical apart from books by including the in-plant training in our MBA Programme. I express my gratitude to our beloved Director S.R. Bharamanaikar who has supported me to complete this project. My sincere thanks to our beloved Prof. Mr. M.N. Manik Internal Guide for encouraging me to work on this project.

I would like to express my most sincere thanks and gratitude to Mr. Wilson Sales manager calm and utterly professional person to whom the relevance and authenticity of this report should attribute to the extend every support me helping the gain, external guide of this project for having faith in this project idea.

I give my sincere token of thanks to all my faculties, relatives and friends who have gathered me the wisdom of knowledge. This work is dedicated to my parents who have supported me throughout my study.

RIYAZ AHMED HOSPET

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

EXECUTIVE SUMMARY

OBJECTIVES OF THE STUDY: •

To know the perception of customers towards Indica V2 Xeta car.

•

To know whether the customers are satisfied with the present features of the car.

•

Factors considered in selecting Indica V2 Xeta car.

•

To know the effective sources of awareness for the customers towards Indica V2 Xeta car.

•

To know the effectiveness of promotional activities done for Indica V2 Xeta car.

•

To seek suggestions and opinion from customers regarding the improvement of features of Indica V2 Xeta car.

SCOPE OF THE STUDY: The study will help the company to know the perception of customers.  The company can find out the effectiveness of promotional activities done for Indica V2 Xeta car.  The study will help the company to make proper marketing strategy for their weaker areas.  The study covers the customers of Manickbag Automobiles owning passenger cars in Hubli city.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

LIMITATIONS OF THE STUDY:Not single work is exception to the limitations every work has got its own limitations, so due to time constraint, my study confines only to Hubli city and it is not possible to make extensive study. It is assumed that the sample selected represents entire population.

RESEARCH METHODOLOGY:-

Primary(field survey) Data source Secondary (Internet) Area of research

Hubli

Research Approach

Survey Method

Research Instrument-

Questionnaire

Sample Plan

Personal Interview

Sample Unit

All existing and potential customers

Sampling Method

Stratified random sampling

Sample Size

100 units

Data Analysis:

Analysis using SPSS software

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI INTRODUCTION

In this new area of highly competitive world, Globalization led the market to be more competitive and innovative. As a result, there is greater demand for aggressive marketing in this sector. The concept of sellers market has gradually shifted into buyer’s market.

Few decades back a car was perceived to be luxury good a treated as a status symbol. But we can observer the major shift from this perception. Now days the car is considered as a necessity good. Thanks to competitive world, job requirement, and changing trends. Much consideration is given not only the price but also to the Mileage, Resale service, running cost, and safety. As a result we see greater demand for diesel vehicles, and TATA INDICA is found to be more effective diesel vehicle in its segment.

Stiff market competition coupled with new and improved product line segments is the emerging trend. As a part of study curriculum for my MBA, it is quite appropriate to study the nature and quality of service provided by a car manufacturer through various dealer’s service stations. My Marketing Research objective is to find out

the reason “Why there is less demand for petrol version of Indica and how the sales and its awareness can be increased”

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

LITERATURE REVIEW The world is full of stimuli. A stimulus is any unit of input affecting one or more of the five senses sight, smell, taste, touch, and hearing. The process by which we select, organizing interprets these stimuli into a meaningful and coherent picture is called perception.

In essence, perception is how we see the world around us and how we recognize that we need some help in making a purchase decision. People cannot perceive every stimulus in their environment. Therefore, they use selective exposure to notice and which to ignore. The importance of the concept of care and the actions that define it were found to be critically important for a customer's total satisfaction. The importance of the care phase in the total customer process was found to increase as the customer relationship matures. Customer Perception Audits: Every time you lose a customer, there’s a reason why. Do you really know what your customers think about your business, your offerings, or your service? Are they having good or bad experiences? Are you equipped with the insight you need to improve customer satisfaction and loyalty, and make the changes that matter? Entrepreneurs are often too busy to really take the time to tap into what customers are really thinking. But customers hold the key. They know what you need to do to dramatically increase the value you deliver to them. Why keep this data a secret? Uncovering and understanding it will give you what you need to be the best, generate higher sales and referrals and earn repeat business.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

STATEMENT OF THE PROBLEM:TATA Indica is the first car manufactured WHOLLY BY AN Indian firm. Initially after its launch it had to face a lot of complaints and in February 2001 an improved version of the car was launched as TATA INDICA V2. The petrol version of TATA INDICA V2 XETA was introduced in January 2006 in north Karnataka, especially in Hubli-Dharwad Region; Manickbag Automobiles is the only Dealer of TATA INDICA. The petrol version of TATA INDICA V2 XETA was unable to make a Niche for itself.

After the preliminary data collection and interaction with Dealers and Customers, we framed our Sub-Marketing Problems to the above stated Market Research Problem as: “What is the impact of promotional activities on purchase of any Indica car?” “What are the factors used by customer while purchasing a car?” “What is the impact quality of product on the purchase?” “What is the impact of Pre and post purchase services offered to the Customers?” “What is the effect of Price on the Purchase decision?”

By considering the above Marketing problem and sub-Marketing problems we carried out market research work and tried to bring the best data by which we will able to arrive at conclusions regarding the above problems and to give few recommendations to tackle the problem.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

PURPOSE OF THE STUDY:The main purpose of the study is to understand the perception of customers towards Indica V2 Xeta which will help the company to make proper marketing strategy to render good services and satisfy the needs of the customers. The study will help the company to make proper strategies and emphasize on their weaker areas.

SCOPE OF THE STUDY: The study will help the company to know the perception of customers.  The company can find out the effectiveness of promotional activities done for Indica V2 Xeta car.  The study will help the company to make proper marketing strategy for their weaker areas.  The study covers the customers of Manickbag Automobiles owning passenger cars in Hubli city.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

OBJECTIVES OF THE STUDY:•

To know the perception of customers towards Indica V2 Xeta car.

•

To know whether the customers are satisfied with the present features of the car.

•

Factors considered in selecting Indica V2 Xeta car.

•

To know the effective sources of awareness for the customers towards Indica V2 Xeta car.

•

To know the effectiveness of promotional activities done for Indica V2 Xeta car.

•

To seek suggestions and opinion from customers regarding the improvement of features of Indica V2 Xeta car.

LIMITATIONS OF THE STUDY:-. a. Because of time constraint, my study confines only to Hubli city and it is not possible to make extensive study. b. By busy schedule of the executives it is difficult to extract more information from them. c. Unwillingness of car owners and drivers has left us to make random conclusions.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

COMPANY PROFILE Tata Motors Limited is India's largest automobile company, with revenues of Rs. 24,000 corers (USD 5.5 billion) in 2005-06. It is the leader by far in commercial vehicles in each segment, and the second largest in the passenger vehicles market with winning products in the compact, midsize car and utility vehicle segments. The

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI company is the world's fifth largest medium and heavy commercial vehicle manufacturer. The company's 22,000 employees are guided by the vision to be “best in the manner in which we operate best in the products we deliver and best in our value system and ethics.” Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 3.5 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base is spread across Jamshedpur, Pune and Lucknow, supported by a nation-wide dealership, sales, services and spare parts network comprising about 1,200 touch points. Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as a global automotive company. In 2004, it acquired the Daewoo Commercial Vehicles Company, Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has already begun to launch new products.

In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. Hispanic’s presence is being expanded in other markets.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI These acquisitions will further extend Tata Motors' global footprint, established through exports since 1961. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, Australia, South East Asia and South Asia. It has assembly operations in Malaysia, Kenya, Bangladesh, Spain, Ukraine, Russia and Senegal. The foundation of the company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. With 1,400 engineers and scientists, the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. The pace of new product development has quickened. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed minitruck. The years to come will see the introduction of several other innovative vehicles, all rooted in emerging customer needs. R&D is also focusing on environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive solutions, construction equipment manufacturing, automotive vehicle components manufacturing and supply chain activities, machine tools and factory automation

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI solutions, high-precision tooling and plastic and electronic components for automotive and computer applications, and automotive retailing and service operations. True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on human rights, labor and environment standards in compliance with the principles of the Global Compact. Simultaneously, it also plays an active role in community development, serving rural communities adjacent to its manufacturing locations. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future. Ratan Tata Profile: Born: December 28, 1937

Achievement: Honored with Padma Bhushan, one of the highest civilian awards in 2000. Ratan Tata is presently the Chairman of Tata Sons, the holding company of the Tata Group. Ratan Naval Tata is also the Chairman of the major Tata companies such as Tata Steel, Tata Motors, Tata Power, Tata Consultancy Services, Tata Tea, Tata Chemicals, Indian Hotels and Tata Teleservices. He has taken Tata Group to new

heights and under his leadership Group's revenues have grown manifold. Ratan Tata was born on December 28, 1937, in Bombay. He received a Bachelor of Science degree in architecture from Cornell University in 1962. Ratan Tata had a short stint with Jones and Emmons in Los Angeles, California, before returning to India in

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI late1962. He joined the Tata Group and was assigned to various companies before being appointed director-in-charge of The National Radio & Electronics Company (NELCO) in 1971. Ratan Tata was appointed Chairman of Tata Industries in 1981. He was assigned the task of transforming the company into a Group strategy thinktank, and a promoter of new ventures in high technology businesses.

In 1991, Ratan Tata took over the Chairmanship from JRD Tata. Under him Tata Consultancy Services went public and Tata Motors was listed in the New York Stock Exchange. In 1998, Tata Motors came up with Tata Indica, the first truly Indian

car.

The

car

was

the

brainchild

of

Ratan

Tata.

Ratan Tata was honored with Padma Bhushan, one of the highest civilian awards in 2000. He was also conferred an honorary doctorate in business administration by Ohio State University, an honorary doctorate in technology by the Asian Institute of Technology, Bangkok, and an honorary doctorate in science by the University of Warwick.

MILESTONES: It has been a long and accelerated journey for Tata Motors, India's leading automobile manufacturer. Some significant milestones in the company's journey towards excellence and leadership.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

2000 •

First consignment of 160 Indicas shipped to Malta.

•

Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.

•

Utility vehicles with Bharat 2 (Euro II) compliant engine launched.

2001 •

Indica V2 launched - 2nd generation Indica.

•

Launch of the Tata Safari EX

•

Indica V2 becomes India's number one car in its segment.

•

Exits joint venture with Daimler Chrysler.

2002 •

Unveiling of the Tata Sedan at Auto Expo 2002.

•

Petrol version of Indica V2 launched.

•

2,00,000th Indica rolled out.

•

Launch of the Tata Sumo'+' Series

•

Launch of the Tata Indigo.

2003 •

Launch of the Tata Safari Limited Edition.

•

The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI •

On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited.

2004 •

Tata Motors unveils new product range at Auto Expo '04.

•

New Tata Indica V2 launched

•

Tata Motors completes acquisition of Daewoo Commercial Vehicle Company

•

Tata LPT 909 EX launched

•

Tata Motors lists on the NYSE

2005 •

Tata Motors rolls out its 500,000 the Passenger Vehicle

•

Tata Motors wins JRD QV award for business excellence.

•

Tata Motors launches Indica V2 Turbo Diesel.

•

One millionth passenger car produced and sold

•

Inauguration of new factory at Jamshedpur for Novus

•

Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV)

2006 •

Tata Motors vehicle sales in India cross four million mark

•

Indica V2 Xeta launched

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI •

Tata Motors first plant for small car to come up in West Bengal

•

Tata Motors extends CNG options on its hatchback and estate range

•

Tata Motors and Fiat Group announce three additional cooperation agreements.

Awards: •

Tata Motors chosen as India's Most Trusted Brand in Cars...

•

Business today selects Mr. P.P. Kadle as India's Best CFO in 2005...

•

Tata Motors is 'Commercial Vehicle Manufacturer of the Year'...

•

Industry and Technology Award, 2002.

•

Advertising Awards...

•

Tata Engineering was conferred Bharat Gaurav Puraskar...

•

Best Value for Money Car of the Year - Tata Indigo CNBC Auto Car Auto Awards - 2...

•

National Award for R&D Efforts...

•

Best Company Award at Work skills Competition...

•

'Prof. Vasant Rao Rolling Trophy' for Value Engineering - 2002...

•

Tata Motors team wins The Runners up Position at The Asian Business Simulation C...

•

Tata Engineering - A Socially Responsible Corporate, says TERI...

Management:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Board of Directors Mr. Ratan N Tata (Chairman) Mr. N A Soonawala

Dr. J J Irani Mr. V R Mehta

Mr. R Gopalakrishnan Mr. Nusli N Wadia

Mr. S A Naik Mr. S M Palia Mr. Ravi Kant

Mr. P P Kadle

Senior Management: Mr. Ravi Kant

Managing Director

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Mr. P P Kadle

Executive Director (Finance and Corporate Affairs)

Mr. A P Arya

President (Heavy and Medium Commercial Vehicles)

Mr. P M Telang

President (Light and Small Commercial Vehicles)

Mr. Rajiv Dube

Sr. Vice President (Manufacturing and Commercial Passenger Cars)

Mr. C Ramakrishnan

Vice-President (Chairman's Office

Mr. Shyam Mani

Vice-President (Sales & Marketing - Commercial Vehicle Business)

Mr. K C Girotra

Vice President (Lucknow Works & FBV)

Mr. R S Thakur

Vice President (Finance)

Mr. M V Rajarao

Vice President (Manufacturing)

Mr. R K Ghosh

Vice President (Customer Care-Commercial Vehicles)

Mr. A I Rebello

Chief (Tata Motor Finance)

Mr. P Y Gurav

Vice President (Corporate Finance – Accounts and Taxation)

Dr S J Tambe

Vice President (Human Resource)

Mr. H K Sethna

Company Secretary

Mr. Debasis Ray

Head - Corporate Communications

Manufacturing: Tata Motors owes its leading position in the Indian automobile industry to its strong focus on indigenization. This focus has driven the Company to set up world-class manufacturing units with state-of-the-art technology. Every stage of product

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI evolution-design, development, manufacturing, assembly and quality control, is carried out meticulously. Our manufacturing plants are situated at Jamshedpur in the East,

Pune

in

the

West

and

Lucknow

in

the

North.

Jamshedpur: This was the first unit of the Company established in 1945 and is spread over an area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box division) and Axle. The divestments in March 2000. Pune: The Pune unit is spread over 2 geographical regions- Pimpri and Chinchwad and has a combined area of around 510 acres. It was established in 1966 and has a Production Engineering Division.

Lucknow: Established in 1991 and covering an area of 600 acres, the Lucknow Plant was established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in the Northern Indian market. In 1995, the unit started manufacturing bus.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Research & Development: Research provides the much-needed inspiration for the birth of new ideas, which in turn breathes new life into products. World-class automotive research and development are key factors that contribute to the leadership of the Company. Engineering Research Centre (ERC): The Research Centre at Jamshedpur regularly upgrades components and aggregates. A well-equipped torture track enables rigorous and exhaustive testing of modifications before they are used as regular fitments. The Engineering Research Centre in Pune was setup in 1966 and is among the finest in the country. It has been honored with two prestigious awards - 'The DSIR National Award for R&D Effort in Industry - 1999' and 'National Award for Successful Commercialization of Indigenous Technology by an Industrial Concern - 2000.

LOCATION OF MANUFUFACTURING PLANTS: 1 Jamshedpur 2 Pimpri 3 Chinchwad near Pune in Maharashtra. Associates: Over the years, Tata Motors has made substantial investments in building companies that add value, facilitate and support its diverse range of business activities. •

Tata Technologies Ltd. (TTL) and its subsidiaries

•

Telco Construction Equipment Co. Ltd. (Telcon)

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

•

HV Axles Ltd. (HVAL)

•

TAL Manufacturing Solutions Ltd. (TAL)

•

Concorde Motors (India) Ltd. (Concorde) [formerly known as Minicar (India) Ltd.]

•

Tata Motors Insurance Services Ltd. (TMISL) [formerly known as Concorde Motors Ltd.]

COLLABORATION:

The company has technical tie up with The Institute of development in Automotive Engineering, Italy. (For assistance in small car body design and styling)] 1. Le Moteur Modern, France. (For the development of diesel and petrol engine for passenger car)

Training: At Tata Motors, employees are invaluable assets and their career and personal growth are of prime concern to the Company. Tata Motors provides a congenial atmosphere to work, learn and grow. The Company conducts various programmes to train their staff in the latest and the best technology and management practices. The Company through its in-house vocational training and apprenticeship programmes trains the technicians at Tata Motors. Numerous talented

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Youngsters, honed by such rigorous programmes, have received numerous National Best Apprentice Awards - the highest accolade for excellence in skills, in India.

Tata Motors expansion projects offer numerous growth opportunities. Structured training programmes, rotational assignments and cross-functional mobility allow employees to grow. Movement across functions is encouraged to help employees develop a wider perspective and gain expertise in manifold functions.

Corporate Social Responsibility: Green Matters Tata

Motors,

a

Company

that

cares

about

the

future...

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In accordance with this, it plays an active role in community development, serving rural communities around its manufacturing locations. Tata Motors believes in technology for tomorrow. Our products stand testimony to this. Our annual expenditure on R&D is approximately 2% of our turnover. We have also set up two in-house Engineering Research Centers that house India's only Certified Crash Test Facility. We ensure that our products are environmentally

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Sound in a variety of ways. These include reducing hazardous materials in vehicle components, developing extended life lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has been making conscious effort in the implementation of several environmentally sensitive technologies in manufacturing processes. The Company uses some of the world's most advanced equipment for emission check and control. Tata Motors concern is manifested by a dual approach 1) Reduction of environmental pollution and regular pollution control drives 2) Restoration of ecological balance. Our endeavors towards environment protection are soil and water conservation programmes and extensive tree plantation drives. Tata Motors is committed to restoring and preserving environmental balance, by reducing waste and pollutants, conserving resources and recycling materials. Reducing

Pollution:

Tata Motors has been at the forefront of the Indian automobile industry's antipollution efforts by introducing cleaner engines. It is the first Indian Company to introduce vehicles with Euro norms well ahead of the mandated dates. Tata Motors' joint venture with Cummins Engine Company, USA, in 1992, was a pioneering effort to introduce emission control technology for India. Over the years, Tata Motors has also made investments in setting up of an advanced emissiontesting laboratory. With the intention of protecting the environment, Tata Motors has upgraded the performance of its entire range of four and six cylinder engines to

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Meet international emission standards. This has been accomplished with the help of world-renowned engine consultants like Ricardo and AVL. These engines are used in Tata Motors vehicles in the Indian market, as well as in over 70 export markets. Tata Motors is constantly working towards developing alternative fuel engine technologies. It has manufactured CNG version of buses and followed it up with a CNG version of its passenger car, the Indica Restoring Ecological Balance: Tata Motors has set up effluent treatment facilities in its plants, to avoid release of polluted water into the ecosystem. In Pune, the treated water is conserved in lakes attracting various species of birds from around the world thus turning the space into a green belt. Tree plantation programmes involving villagers and Tata Motors employees, have turned acres of barren village green. Tata Motors has planted as many as 80,000 trees in the works and the township and more than 2.4 million trees have been planted in Jamshedpur region. Over half a million trees have been planted in the Poona region. Tata Motors has directed all its suppliers to package their products in alternate material instead of wood.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

INTRODUCTION TO MANICKBAG

SERVICES OF MANICKBAG: Manickbag is exclusive showroom for TATA Motors situated at Vidyanagar Hubli which is covering 6 districts namely Bagalkot, Bijapur, Dharwad, Gadag, Belgaum and Haveri.

It is having small showrooms at Ankola and Bijapur to cover those areas, which are working under the guidance of Manickbag the main branch. It uses promotional activities such as periodical advertisement, Offers Insurance, Road Shows, Demonstration.

Sales executives are playing important role in attaining the enquires of their customers, the present enquiry a purchasing ratio of customer is 3:1.

Since Manickbag is the only big showroom the promotional activities conducted are not reaching effectively to customers of other districts, it show that most of their sales are in and around Dharwad district simultaneously it is loosing customers in other districts.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

PRESENT BUSINESS THEY ARE IN: Hindustan petroleum

Since 1950

Simpson

Since 1951

Mico

Since 1956

Kirloskar Bearings

Since 1975

TVS Motors

Since 1979

Sesa Goa Pig Iron Cike & Coal

Since 1990

Tata Motors

Since 1992

BRANCHES OF MANICKBAG: Head Office

:

Branch

:

Hubli.

•

Belgaum,

•

Bijapur.

•

Ankola.

•

Gulbarga.

•

Bagalkot

•

Bidar

•

Chikodi

Service Setup:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

MAN POWER: •

Workers

528

•

Staff

320

•

Service

200

The group was converted in to private limited on 1st April 2002 ACHEVEMENTS: •

Best Dealership Award from TELCO.

•

Best Dealership Award form MICO.

•

Best Dealership Award from TVS.

ACTIVITIES: 1. Sales of Tata motors Cars. 2. Service/Repair of all range of Tata Cars. 3. Sales of Tata Cars Spares Parts.

ADRESS FOR CONTACT: Manickbag Auto Mobiles Pvt Ltd,. Unit of Tata Motors Ltd. Vidhyanagar, P.B.Road. Hubli-580031 Tel: (0836) 2374535 / 2372486 / 5251039 Fax: 0836-2374069. E-mail: [email protected]

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

INFRASTRUCTURE AVAILABLE IN PARTICULAR: Cover Area

1 Acre

Open Area

4500 Sq ft

No. Of Bays

More then 50

No. Of Operational Bays

12

No. Of PDI (Pre-Delivery inspection Bay)

02

No Of Bays for Accidental Repairs

12

Bays (Parking Area)

4 Acres

No. Of Trained Mechanics

125

No. Of Trained Supervisors

06

THERE ARE TWO MAIN DIVISIONS IN THE FIRM. THOSE ARE: •

Commercial Vehicle Division

•

Passenger Vehicle Division

DEPARTMENT PROFILE: There are mainly four departments in Manickbag Auto mobiles Pvt Ltd. They are 1. Sales Department. 2. Service Department. 3. Spares Department. 4. Accounts Department. BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

1. SALES DEPARTMENT: Sales department is headed by the sales Manager Mr. Wilson A.M. under him. Show in Charge Assistant Sales Manager istant Sales Manager Finance Executive Sales Executive Sales Executive Sales Executive Customer Care Executive

Mr. Salikoppa. Mr. Anand Barimani. Mr. Karikatti. Mr. Ravi Shetty. Mr. Ritesh Shetty. Mr. Anil Hitalmani. Mr. G.N.Kulkarni. Miss Savita.

2. SERVICE DEPARTMENT: Mr. Mahaveer Angadi heads Service Department and under his guidance Service Advisor

Mr. Sunil Amingad

Service Advisor

Mr. Sunil Iraddi

Service Advisor

Mr. Sham Shuddin.

PDI in Charge

Mr. Kalappa.

Customer care executive

Miss Rajeshwari.

Denting and Painting in charge

Mr. Vinod.

3. SPARES DEPARTMENT:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Mr. Kishore. Kurthkoti Heads it under his guidance: Mr. G.M. Hedge Mr. Akbar. Mr. Vinayak. 4. ACCOUNTS DEPARTMENT: Mr. Shindey maintains all the records VARIOUS FACILITIES AVAILABLE AT MANICKBAG AUTOMOBILES LTD: Good infrastructure qualified and trained manpower, state of the art diagnostic equipments and innovative ideas were key elements in making Manickbag Automobiles a successful operation ASO. FACILITIES AVAILABLE: SL. No 01 02 03 04 05 06 07 08 09 10 11 12

Facilities & System Good infrastructure Trained Man power Computerized Engine Analysis Computerized Wheel Aligner Computerized Wheel Balancer Pneumatic Lines and Tools Standby Vehicle for customers Service Promotional Activity Feedback Card Analysis Customer Complaint Handling Customer care Management Quick Repair Facility

Availability YES YES YES YES YES YES YES YES YES YES YES YES

COMPETITORS The main competitors for Manickbag Automobiles are: 1. RNS Motors, Hubli 2. Bellad Motors, Hubli.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 3. Javali Motors, Hubli. SWOT ANALYSIS STRENGTHS: 1) Tata company achievements (Indica) and others. 2) The most economical car in this segment. 3) The company is well established. 4) The decisions taken by them are quick and effective when concerned to changes in market. 5) Presence of effective communication between company and dealers is one of the important strength. 6) The company is technically well efficient with various modern technologies, which helps the company to face any challenge either from internal or external factors. 7) The company has high goodwill in the market for their quality products. MANICKBAG AUTOMOBILES STRENGHTS: 1) The customers can ask test drive. 2) The customers are attended as soon as as they come. 3) They have their own finance. 4) The dealers have high goodwill in the market for their service.

5) Presence of effective flow of communication between the departments of Manickbag is the greatest strength, which ensures smooth flow of operations.

WEAKNESS:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 1) Tough competition from other companies 2) The dealers prefer experience rather than talent for higher post. 3) Difficulty in marketing Petrol cars as it is set in minds of public that Tata is for diesel vehicles.

OPPORTUNITIES:  Can capture rural areas when they are going to launch their new vehicle.  The dealers can go for diversification.  The dealers can conduct exchange promotional activities to increase its sales.  Potential marker in low-income group and rural areas.

THREATS:  Ever changing market trends.  Competition from other models.  Globalization and privatization  Any sudden change in Government policy may affect the sales.  New incentive from competitors like price and quality.  Change in market that is from seller’s market to buyers market.

ORGANIZATION STRUCTURE PVD MANAGING PARTNER

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Account Sales

Manager

Spares

Account

Service

Manager

Manager

Manager

Sales Executive

ASM

Store Keeper

Administration Staff

Service Staff

Supervisor

Service Advisor

Biller

Works I/C

Cashier

Supervisors

Mechanics

SAMPLING: Sample plan to know the customers perception towards Indica V2 Xeta in this project is through personal interview.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

SAMPLE UNIT: I have taken the customers of Manickbag Automobiles who own an Indica V2 Xeta car.

SAMPLING METHOD: I have used Non- probability sampling i.e. Stratified Random Sampling. Sample size for this project is 100 customers who are car owners.

RESEARCH DESIGN: •

In this research design of this project the study was conducted by the survey method.

•

Taking sample of 100 customers owning passenger cars by commencing sampling using the research instrument as the questionnaire.

•

Personal interview is considered as the sample plan.

•

For this project area of research is Hubli City.

DATA COLLECTION METHOD: I have collected the data from the following sources:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI A. PRIMARY DATA: THE PRODUCTS  ARE: The data collected from the company persons. Tata Safari

 Pamplets, Brouchers.

Tata Sumo

 Questionnaires.

Tata Sierra Tata Estate

B. SECONDRY DATA:

Tata Spacio

 Interviewing with the owners of cars

Tata Indica

 Internet

 Magazines, Catalogues, etc. VARIETIES OF INDICA V2 TATA INDICA V2 DIESEL DL E[N AC] MEASURING TOOLS: DEL [with AC] For preparing this project I have considered questionnaire as measuring tool for DLS [AC with ST] collecting the data. DLG [Semi deluxe] DLX [fully loaded] INDICAB [Taxi purpose]

TATA INDICA V2 XETA PETORL A LI [Mech St] LEI [AC with MS] LSI [AC with power ST] LGI [Cent Locking]

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

LXI [Fully Loaded]

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Product Profile: Indica V2 Xeta: The new Indica V2 Xeta. Its extra Efficiency Torque Advantage petrol engine delivers 12.4 kgm torques, for a smoother and more responsive drive. With instant pick up and fewer gear changes in stop-start city traffic.

A new and refined version of Indica called Indica V2 Xeta. Introduced in the local market by Sipradi Trading Private Limited (STPL) - the authorized dealers of Tata Motors for Nepal - Xeta is an abbreviation for extra Efficient Torque Advantage engine. Available in five different colors, including lagoon blue, palm green and salsa red, Indica V2 Xeta comes in five different models, namely, GL, GLE, GLF, GLG and GLX. Step into the Xeta: Tata Indica V2 Xeta is the latest model from Tata Motors. Equipped with 475 SI Multi Point Fuel Injection System with 32-bit microprocessor, Xeta's 1.4 liter extra fuel Efficient Torque Advantage (XETA) petrol engine delivers an impressive mileage of 14 kmpl. TATA Motors' focus has rightfully been centered on the diesel version of its small car the Indica V2. Most of the cars it sells continue to be diesel powered, though petrol engine variants have also been available all along. The technology for the Indica's petrol engine originally came from Le Moto Modern of France, but the engine has

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI seen considerable refinement since. Yet, two factors must have hampered higher sales volumes for the Indica and the Indigo petrol variants. Tata Motors' relative lack of experience with petrol compared to other small-car manufacturers with established credentials in this segment, and the fact that the `big and powerful' tag is not necessarily a positive attribute for a petrol car in the excessively fuel-efficiency conscious small-car segment. The recently re-launched petrol version, the Indica XETA, could fit the bill, as the changes to the car's `heart' seem to be capable of offering better fuel efficiency. Uniqueness: The changes to the new Indica V2 XETA (acronym for extra fuel Efficient, Torque Advantage) are really only in the engine department, though the new beige interior theme also does add a bit of a premium quality to the car. Tata Motors' reason for taking up the 1.4 liter petrol engine was clearly to improve its fuel efficiency ranking. The Indica V2's engine handicap came not just from the fact that it was the biggest in the small-car segment. The new XETA engine's improved refinement is easily recognizable. A reduction in noise and vibration levels is a bonus, coming with the changes that were primarily targeted at improving the engine's fuel efficiency. The engine's pistons and rings have also been re-engineered to reduce the weight and width of the ring to achieve a lowering of friction, which will also enable a lowering of fuel consumption in the long run. In addition, a new two-part aluminum oil sump

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI and plastic timing covers have been incorporated to improve the XETA's NVH (noise, vibration and harshness) packaging. Fuel efficiency of the new XETA should be better than its predecessor by up to 15-20 per cent. Expect mileage numbers of 10-12 kmpl in city driving conditions. The new XETA has the potential to change the Indica's image of being a guzzler. But finish quality and reliability will still be issues that Tata Motors will have to tackle to be considered equal amongst the petrol-driven hatches in the market.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 1) Do you own a car? Table-3.1

Valid

Yes

Frequency

Percent

Valid Percent

Cumulative Percent

100

100.0

100.0

100.0

The information presented in table3.1 reveals that: ⇒ Almost all respondents are owning a car.

The same information is presented in the form of diagrammatically as follows:-

Diagram-3.1 120

100

100

80

60

Percent

40

20

0 Yes

2) Are you aware of Tata Indica V2 Xeta (Petrol car)?

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Table-3.2 Frequency

Percent

Valid Percent

Cumulative Percent

Yes

74

74.0

74.0

74.0

No

26

26.0

26.0

100.0

Total

100

100.0

100.0

Vali d

The information presented in table3.2 reveals that: ⇒ 74% of the respondents are aware of Tata Indica V2 Xeta (Petrol car). ⇒ While 26% of them are not aware of it.

The same information is presented in the form of diagrammatically as follows: Diagram-3.2 80 74

60

40

26

Percent

20

0 Yes

No

3) How did you come to know about this car? Table-3.3 BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Vali d

Frequency

Percent

Valid Percent

Friends

41

41.0

41.0

Newspaper Television Magazine Hoardings Internet Total

22 9 17 7 4 100

22.0 9.0 17.0 7.0 4.0 100.0

22.0 9.0 17.0 7.0 4.0 100.0

Cumulative Percent 41.0 63.0 72.0 89.0 96.0 100.0

The information presented in table- 3.3 reveals that: ⇒ 41% of the respondents have come to know about Tata Indica V2 Xeta car through their friends and 22% of them through newspaper. ⇒ Nearly 9% of them from television and 17% of them from magazines. ⇒ While 7% from hoardings and 4% from internet.

The same information is presented in the form of diagrammatically as follows:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Diagram-3.3

50

40

41

30

22

20

17

Percent

10 9 7 4

0 Friends

New spaper Television

Magazine

Hoardings

4) Which company's car do you prefer while buying a car? Table-3.4

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

Internet

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Valid

Tata Motors MUL Hyundai Toyota G.M. Honda Total

Frequency

Percent

Valid Percent

Cumulative Percent

37 21 10 11 9 12 100

37.0 21.0 10.0 11.0 9.0 12.0 100.0

37.0 21.0 10.0 11.0 9.0 12.0 100.0

37.0 58.0 68.0 79.0 88.0 100.0

The information presented in table3.4 reveals that: ⇒ 37% of the respondents prefer to buy a car from Tata Motors and 21% of them from Maruti. ⇒ 10% of the respondents prefer to buy a car from Hyundai and 11% of them from Toyota. ⇒ While 9% of them prefer General Motors and 12% of them for Honda.

The same information is presented in the form of diagrammatically as follows:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Diagram-3.4 40 37

30

20

21

Percent

10

10

12

11 9

0 Tata Motors

MUL

Hyundai

Toyota

G.M.

Honda

5) What are the features that attracted you to buy Tata Indica V2 Xeta (Petrol car)? Table-3.5

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Valid

Frequency

Percent

Valid Percent 15.0 25.0 14.0 5.0 7.0 21.0

Mileage Price Comfort Safety Aesthetics Maintenance

15 25 14 5 7 21

15.0 25.0 14.0 5.0 7.0 21.0

Brand name

13

13.0

13.0

Total

100

100.0

100.0

Cumulative Percent 15.0 40.0 54.0 59.0 66.0 87.0 100.0

The information presented in table3.5 reveals that: ⇒ 15% of the respondents are attracted by Mileage to buy Tata Indica V2 Xeta car and 25% of them for Price. ⇒ 14% of them are attracted for comfort, 5% for safety and 7% of them for aesthetics. ⇒ While 21% of the respondents are attracted for maintenance and 13% of them for Brand Name.

The same information is presented in the form of diagrammatically as follows:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Diagram-3.5 30

25

21

20

15

14

13

10

Percent

7 5 0 Mileage

Comfort Price

Aesthetics Safety

Brand name

Maintenance

6) Source of finance for purchase of Tata Indica V2 Xeta (Petrol car)? Table-3.6

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Valid

Frequenc y

Percent

Valid Percent

Cumulative Percent

Cash Employee finance

21 32

21.0 32.0

21.0 32.0

21.0 53.0

Private finance Bank finance Total

28 19 100

28.0 19.0 100.0

28.0 19.0 100.0

81.0 100.0

The information presented in table3.6 reveals that: ⇒ 21% of the respondents have purchased Tata Indica V2 Xeta car through cash and 32% of them through Employee finance. ⇒ While 28% of them have purchased this car through Private finance and 19% of them through Bank finance.

The same information is presented in the form of diagrammatically as follows: Diagram-3.6 40

32

30

28

20

21

Percent

19

10

0 Cash

Private f inance Employee f inance

Bank f inance

7) Availability of parts for major repairs of Tata Indica V2 Xeta (Petrol car)? Table-3.7

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

Easily available

33

33.0

33.0

33.0

Available

52

52.0

52.0

85.0

Not available

15

15.0

15.0

100.0

Total

100

100.0

100.0

The information presented in table3.7 reveals that: ⇒ 33% of the respondents are in favor that parts for major repairs are easily available ⇒ Nearly 52% of them are in favor that major parts are available. ⇒ While remaining 15% of them are in favor that major parts are not available. The same information is presented in the form of diagrammatically as follows: Diagram-3.7 60

52

50

40

30

33

Percent

20 15 10

0 Easily available

Av ailable

Not available

8) What is your experience about Tata Indica V2 Xeta (Petrol car)?

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Table-3.8

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

Very Good

19

19.0

19.0

19.0

Good Neither Good/Bad

43 11

43.0 11.0

43.0 11.0

62.0 73.0

Bad Very Bad

17 10

17.0 10.0

17.0 10.0

90.0 100.0

Total

100

100.0

100.0

The information presented in table3.8 reveals that: ⇒ 19% of the respondents are in favor of very good satisfaction from Indica V2 Xeta car, 43% of them are in favor of good satisfaction and from the analysis 11% of them are in favor of neither good/bad. ⇒ While 17% of them are in favor of bad satisfaction and remaining 10% in favor of very bad satisfaction

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI The same information is presented in the form of diagrammatically as follows:

Diagram-3.8 50

43

40

30

20 19 17

Percent

10

11

10

0 Very Good

Good

Neither Good/Bad

Bad

Very Bad

9) Indica V2 Xeta car is fit for rough roads?

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Table-3.9

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

Strongly Agree Agree Neither Agree/DisAgree

9 39 16

9.0 39.0 16.0

9.0 39.0 16.0

9.0 48.0 64.0

Dis-Agree Strongly DisAgree

27 9

27.0 9.0

27.0 9.0

91.0 100.0

Total

100

100.0

100.0

The information presented in table3.9 reveals that: ⇒ 9% of the respondents have strongly agree that Tata Indica V2 Xeta car is fit for rough roads, 39% of them have agree and from the analysis 16% of them have neither agree/dis-agree. ⇒ Nearly 27% of them have dis-agreed and remaining 9% have strongly dis-agreed for Indica V2 Xeta is not fit for rough roads.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI The same information is presented in the form of diagrammatically as follows:

Diagram-3.9 50

40 39

30 27 20

Percent

16 10 9

9

0 Strongly Agree

Neither Agree/Dis-Ag Agree

Strongly Dis-Agree

Dis-Agree

10) I am satisfied with respect to mileage of Tata Indica V2 Xeta (Petrol car)?

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Table-3.10

Valid

Frequency

Perce nt

Valid Percent

Cumulative Percent

Strongly satisfied

9

9.0

9.0

9.0

Satisfied

29

29.0

29.0

38.0

Neither satisfied/Dissatisfied Dis Satisfied

13

13.0

13.0

51.0

38

38.0

38.0

89.0

Strongly Dis-Satisfied Total

11 100

11.0 100.0

11.0 100.0

100.0

The information presented in table3.10 reveals that: ⇒ 9% of the respondents are strongly satisfied with the mileage of Tata Indica V2 Xeta car, 29% of the respondents are satisfied and from the analysis 13% of them are neither satisfied/dis-satisfied. ⇒ Nearly 38% of the respondents are dis-satisfied with the mileage and remaining 11% of them are strongly dis-satisfied.

The same information is presented in the form of diagrammatically as follows: BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Diagram-3.10 40 38

30 29

20

13

Percent

10

11 9

0 Strongly satisf ied

Neither satisf ied/Di Satisf ied

Strongly Dis-Satisf i

Dis Satisf ied

11) What do you feel about the price of Tata Indica V2 Xeta (Petrol car)? Table-3.11

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Valid

Very High High Competiti ve Low Very Low Total

Frequency

Percent 12.0

Valid Percent 12.0

Cumulative Percent 12.0

12 21 18

21.0 18.0

21.0 18.0

33.0 51.0

35 14 100

35.0 14.0 100.0

35.0 14.0 100.0

86.0 100.0

The information presented in table3.11 reveals that: ⇒ 12% of the respondents are in favor of Very High price of Tata Indica V2 Xeta car and 21% of them in favor of High price. ⇒ Nearly 18% of them are in favor of Competitive price of Indica V2 Xeta. ⇒ While 35% of them are in favor of Low price of Indica V2 Xeta car and 14% of them in favor of very low price.

The same information is presented in the form of diagrammatically as follows:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Diagram-3.11 40

35 30

20

21 18 14

Percent

10

12

0 Very High

High

Competitive

Low

Very Low

12) Do you agree that Tata Indica V2 Xeta (Petrol car) is comfortable while driving? Table-3.12

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Frequency Percent ValidStrongly Agree

Valid Percent

Cumulative Percent

17

17.0

17.0

17.0

Agree

31

31.0

31.0

48.0

Neither Agree/DisAgree

15

15.0

15.0

63.0

Dis-Agree

28

28.0

28.0

91.0

Strongly Dis-Agree

9

9.0

9.0

100.0

Total

100

100.0

100.0

The information presented in table3.12 reveals that: ⇒ 17% of the respondents have strongly agree that Tata Indica V2 Xeta car is comfortable while driving, 31% of them have agree and from the analysis 15% of them have neither agree/dis-agree. ⇒ Nearly 28% of them have dis-agreed and remaining 9% have strongly dis-agreed about comfortable.

The same information is presented in the form of diagrammatically as follows:

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Diagram-3.12 40

30

31 28

20 17 15 10

Percent

9

0 Strongly Agree

Neither Agree/Dis-Ag Agree

Strongly Dis-Agree

Dis-Agree

13) Whether Tata Indica V2 Xeta (Petrol car) have lived up to your Expectations? Table-3.13 Frequency

Percent

Valid Percent

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

Cumulative Percent

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Valid Strongly Agree Agree Neither Agree/Dis-Agree Dis-Agree Strongly DisAgree Total

13

13.0

13.0

13.0

36 16

36.0 16.0

36.0 16.0

49.0 65.0

24 11

24.0 11.0

24.0 11.0

89.0 100.0

100

100.0

100.0

The information presented in table3.13 reveals that: ⇒ 13% of the respondents have strongly agreed that Tata Indica V2 Xeta has lived up to their expectations, 36% of them have agreed and from the analysis 16% of them have neither agree/dis-agree. ⇒ Nearly 24% of them have dis-agreed and remaining 11% have strongly dis-agreed that Indica Xeta car has not lived up to their expectations.

The same information is presented in the form of diagrammatically as follows:

Diagram-3.13

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 40

36 30

24 20

16 13

Percent

10

11

0 Strongly Agree

Neither Agree/Dis-Ag Agree

Strongly Dis-Agree

Dis-Agree

14) Are you satisfied with present features of Tata Indica V2 Xeta (Petrol car)? Table-3.14 Frequency

Percent

Valid Percent

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

Cumulative Percent

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Valid Completely Satisfied

16

16.0

16.0

16.0

Satisfied

38

38.0

38.0

54.0

Neither Satisfied/DisSatisfied Dis-Satisfied

13

13.0

13.0

67.0

23

23.0

23.0

90.0

Completely DisSatisfied Total

10

10.0

10.0

100.0

100

100.0

100.0

The information presented in table3.14 reveals that: ⇒ 16% of the respondents are completely satisfied with present features of Tata Indica V2 Xeta car, 38% of the respondents are satisfied and from the analysis 13% of them are neither satisfied/dis-satisfied. ⇒ Nearly 23% of them are dis-satisfied and remaining 10% of them are completely dis-satisfied.

The same information is presented in the form of diagrammatically as follows:

Diagram-3.14

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 40 38

30

23 20

16 13

Percent

10

10

0 Completely Satisfied

Neither Satisf ied/Di

Satisf ied

Completely Dis-Satis

Dis-Satisfied

15) Are you satisfied with the schemes and sales promotion activities of Tata Indica V2 Xeta (Petrol car)? Tabe-3.15 Frequency

Percent

Valid Percent

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

Cumulative Percent

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Completely Satisfied

18

18.0

18.0

18.0

Satisfied

36

36.0

36.0

54.0

Neither Satisfied/DisSatisfied Dis-Satisfied

16

16.0

16.0

70.0

21

21.0

21.0

91.0

Completely Dis-Satisfied

9

9.0

9.0

100.0

100

100.0

100.0

Valid

Total

The information presented in table3.15 reveals that: ⇒ 18% of the respondents are completely satisfied with the schemes and sales promotion activities of Tata Indica V2 Xeta car, 36% of the respondents are satisfied and from the analysis 16% of them are neither satisfied/dis-satisfied. ⇒ Nearly 21% of them are dis-satisfied and remaining 9% of them are completely dis-satisfied.

The same information is presented in the form of diagrammatically as follows:

Diagram-3.15

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 40

36 30

20

21 18 16

10

Percent

9

0 Completely Satisfied

Neither Satisf ied/Di

Satisf ied

Completely Dis-Satis

Dis-Satisfied

16) Do you recommend others to buy this car? Table-3.16

Valid

Yes No

Frequency

Percent

73 27

73.0 27.0

Valid Percent 73.0 27.0

Cumulative Percent

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

73.0 100.0

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Total

100

100.0

100.0

The information presented in table3.16 reveals that: ⇒ 73% of the respondents are in favor of recommending others to buy Tata Indica V2 Xeta car. ⇒ While remaining 27% of them are not in favor of recommending to others.

The same information is presented in the form of diagrammatically as follows: Diagram-3.16 80 73

60

40

27

Percent

20

0 Yes

No

CONCLUSION

Less than anticipated growth in the face of intensifying competition and rising costs can hardly be expected to get the company foaming.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Tata Motors is a well known Automobile manufacturing company in the Indian scenario and it is the leader with monopoly position in Diesel version cars and with these achievements they have entered into petrol version cars with Tata Indica V2 Xeta car.

By seeing the observations most of the customers are having positive perception towards Tata Indica V2 Xeta car and are satisfied with its features such as Child safety locks on rear door, Light intensity control etc. As Tata Motors is well known for its Diesel cars, so this car is also progressing continuously in Petrol division as a new car of Tata motors to compete with other Petrol version car companies.

SUGGESTIONS

 As 49% of the respondents have Dis- Satisfied with mileage, therefore the company should work on improving the mileage.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI  As 36% of the respondents have Dis-Agreed that Indica V2 Xeta car is fit for rough roads, so the ground clearance of the vehicle should be increased to suit the Indian roads.

 47% of the respondents have complained that bonnet of the car is very tall (Aero dynamic), thus the company should reduce the shape of the bonnet.

 The firm should tap the un-tapped locations & market. This will help them in increasing the business. Rural places are advised.

 The brand awareness campaigns should be conducted. The firm should work on its Advertisements through local Medias.

 Mobile test drive centers can be set up through-out Hubli Dharwad city.

 There should be effective customer follow-up for those who come for test drive.

BENEFITS OF THE PROJECT

•

The study will help the company to know the performance of Tata Indica V2 Xeta car.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

•

The company will come to know the most effective media t create awareness level in Hubli city.

•

It will help the company to make effective advertisements to increase the awareness of Indica V2 Xeta car.

•

The company will come to know how customers have perceived their Indica V2 Xeta car.

•

It will help the company to predict their future sales of this car.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI

Questionnaire Dear Sir/Madam, I am pleased to introduce myself as MBA student of PES&T’s Belgaum Institute of Management Studies, Belgaum. As a part of my curriculum I BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI am conducting a survey on “A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales”. The information provided by you will be strictly kept confidential and used for academic purpose only. Your co-operation will be highly appreciated. 1. Do you own a car? Yes

No

2. Are you aware of Tata Indica V2 Xeta (Petrol car)? Yes

No

If No go to Q.No: 4

3. How did you come to know about this car? Friends

Newspaper

Television

Magazine

Hoardings

Internet

Any other, specify: ____________

4. Which company’s car do you prefer while buying a car? Tata Motors

MUL

Hyundai

Fiat

Toyota

G.M.

Honda

Ford

If any other, specify: __________

5. What are the features that attracted you to buy Tata Indica V2 Xeta (Petrol car)? Mileage

Price

Comfort

Safety

Aesthetics

Maintenance

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Brand name

Others, specify ______________________

6. Source of finance for purchase of Tata Indica V2 Xeta (Petrol car). Cash

Employee finance

Private finance

Bank finance

others, specify: ___________

7. Availability of parts for major repairs of Tata Indica V2 Xeta (Petrol car). Easily available

Available

Not available

8. What is your experience about Tata Indica V2 Xeta (Petrol car)? Very Good

Good

Neither Good Nor Bad

Bad

Very Bad

9. Indica V2 Xeta car is fit for rough roads. Strongly Agree

Agree

Neither Agree Nor Dis-Agree

Dis-Agree

Strongly Dis-Agree

10. I am satisfied with respect to mileage of Tata Indica V2 Xeta (Petrol car). Strongly satisfied

Satisfied

Neither satisfied Nor Dis-satisfied

Dis Satisfied

Strongly Dis- Satisfied

11. What do you feel about the price of Tata Indica V2 Xeta (Petrol car)? Very High

High

Low

Very Low

Competitive

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 12. Do you agree that Tata Indica V2 Xeta (Petrol car) is comfortable while driving. Strongly Agree

Agree

Neither Agree Nor Dis-Agree

Dis-Agree

Strongly Dis-Agree

13. Whether Tata Indica V2 Xeta (Petrol car) have lived up to your expectations. Strongly Agree

Agree

Neither Agree Nor Dis-Agree

Dis-Agree

Strongly Dis-Agree

14. Are you aware of features of Tata Indica V2 Xeta (Petrol car).

Sl.No.

Features

Yes

1

Clear lens Head lamps

2

Light intensity control

3

Lamp in luggage compartment

4

Child safety locks on Rear Doors

5

Air Conditioning System.

No

.

15. Are you satisfied with present features of Tata Indica V2 Xeta (Petrol car)? Completely Satisfied

Satisfied

Neither Satisfied Nor Dis-satisfied

Dis-Satisfied

Completely Dis-Satisfied

16. Are you satisfied with the schemes and sales promotion activities of Tata Indica V2 Xeta (Petrol car)? Completely Satisfied

Satisfied

Neither Satisfied Nor Dis-Satisfied

Dis-Satisfied

Completely Dis-Satisfied

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 17. Do you recommend others to buy this car? Yes

No

18. Please provide suggestions to improve the quality and performance of Tata Indica V2 Xeta (Petrol Car? ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________

Please provide the below mentioned information: Name: _______________________________________________________ Address: ____________________________________________________________ Occupation: _________________________ Annual Income _______________________ Gender: Male [ ]

Female [ ]

*** Thank You ***

WEEKLY PROGRESS REPORT Name the student:-Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales”

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI Report:-1st

Signature of student

Signature of the Internal Guide

Signature of External Guide date/day 1/12/2006 Friday

ACTIVITIES DONE I have prepared for some four project titles based on consumer behavior & market research.

2/12/2006 Saturday

I was allotted the project as above. From external guide --------

3/12/2006 Sunday

Holiday

4/12/2006 Monday

Got the information regarding their products and competitor which helps this project.

5/12/2006 Tuesday

I have studied information regarding consumer behavior.

6/12/2006 Wednesday

Met the internal guide Mr. M. N. Manik and discussed the project & related information

7/12/2006 Thursday

Met the external guide and discussed the project and how it related with comparative study

Name the student:- Riyaz Ahmed Hospet Title of the study:- "A study on customer satisfaction Index towards after sales services of Manickbag Automobiles to improve the quality of service”. Report: - 2nd

date/day

ACTIVITIES DONE

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 8/12/2006 Friday

Referred some Marketing Research and Consumer Behavior book for drafting model questionnaire.

9/12/2006 Saturday

Referred some questionnaire

10/12/2006 Sunday

Holiday

11/12/2006 Monday

Met Internal & External Guide discussed the questionnaire.

12/12/2006 Tuesday

Met Internal & External Guide discussed the questionnaire

13/12/2006 Wednesday

Made required changes in questionnaire. As per the instruction of Internal & External Guide.

14/12/2006 Thursday

Made minor changes in questionnaire.

Marketing

Signature of student

Research

for

drafting

model

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:-3rd

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 15/12/2006 Friday

ACTIVITIES DONE Started research design for A study on customer satisfaction Index towards after sales services of Manickbag Automobiles to improve the quality of service”.

16/12/2006 Saturday 17/12/2006 Sunday 18/12/2006 Monday 18/12/2006 Tuesday

Prepared objectives of study.

19/12/2006 Wednesday 20/12/2006 Thursday

Holiday Met the External Guide. Discuss the research design & objective of the study. Met the Internal Guide. Discuss the research design & objective of the study. I made changes in the Research design & objective of the study as per the instruction of External guide & Internal Guide. Referred some standard questionnaire for preliminary draft.

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:- 4th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 15/12/2006 Friday 16/12/2006 Saturday 17/12/2006 Sunday 18/12/2006 Monday 19/12/2006 Tuesday 20/12/2006 Wednesday 21/12/2006 Thursday

ACTIVITIES DONE Drafted final questionnaire for customers Collected data required from customers. Holiday . Referred Journals & Internet for conducting survey I have pointed out the random sample for conducting survey. Circulated the consumer questionnaire for pilot testing After pilot testing met Internal & External Guide discuss problem occurred during the pilot testing of questionnaire

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student: - Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:-5th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 22/12/2006 Friday 23/12/2006 Saturday 24/12/2006 Sunday 25/12/2006 Monday 26/12/2006 Tuesday 27/12/2006 Wednesday 28/12/2006 Thursday

ACTIVITIES DONE After pilot testing met Internal & External Guide discuss problem occurred during the pilot testing of questionnaire Considering the instructions of guides prepared final questionnaire Holiday Started conducting survey for 5 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 10 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 11 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 5 customers of MANICKBAG AUTOMOBILES.

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:-6th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 29/12/2006 Friday 30/12/2006 Saturday 31/12/2006 Sunday 3/1/2007 Wednesday 4/1/2007 Thursday 10/1/2007 Wednesday 11/1/2007 Thursday

ACTIVITIES DONE Started conducting survey for 9 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 15 customer of MANICKBAG AUTOMOBILES Holiday . Started conducting survey for 5 customer of MANICKBAG AUTOMOBILES. Started conducting survey for 13 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 12 customers of MANICKBAG AUTOMOBILES. Started conducting survey for 10 customers of MANICKBAG AUTOMOBILES.

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:-7th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 17/1/2007 Wednesday 18/1/2007 Thursday 24/1/2007 Wednesday 25/1/2007 Thursday 31/1/2007 Wednesday 1/2/2007 Thursday 7/2/2007 Wednesday

ACTIVITIES DONE Started conducting survey for 5 customers of MANICKBAG AUTOMOBILES. Met Internal & External Guide showed the filled questionnaire to them. Started feeding questionnaire in MS-Excel. On leave On leave Started making graph and analyzing the results. making graph and analyzing the results

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:-“A study on perception of customers towards Tata Indica V2 XETA car and its awareness to increase the sales” Report:-8th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 8/2/2007 Thursday 14/2/2007 Wednesday 15/2/2007 Thursday 22/2/2007 Wednesday 23/2/2007 Wednesday 1/3/2007 Thursday 7/3/2007 Wednesday

ACTIVITIES DONE Started making graph and analyzing the results. Met External guide discussed the results and findings. Continued making the graph and analyzing the results. Continued making graph and analyzing results. Collected all information in one document for making report. On leave On leave

Signature of student

Signature of the Internal Guide

Signature of External Guide

Name the student:- Riyaz Ahmed Hospet Title of the study:- "A study on customer satisfaction Index towards after sales services of Manickbag Automobiles to improve the quality of service”. Report:-9th

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI date/day 8/3/2007 Thursday 14/3/2007 Wednesday 15/3/2007 Thursday 21/3/2007 Wednesday 22/3/2007 Thursday 28/3/2007 Wednesday 29/3/2007 Thursday

ACTIVITIES DONE I have showed report to internal guide. Made required changes in the report. I showed report to External Guide. Made changes as per the instructions of External Guide. Made changes as per the instructions of External Guide. Took print out. Submitted report to the institute.

Signature of student

Signature of the Internal Guide

Signature of External Guide

BIBLIOGRAPHY

REFERENCE BOOKS:1. MARKETING RESEARCH

Tull and Hawkins.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM

MANICKBAG AUTOMOBILES (P) LTD. HUBLI 3. MARKETING

Lamb, Hair, McDaniel.

WEBSITE:1. www.tatamotors.com 2. www.google.com. 3. www.khoj.com

BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA), BELGAUM